World Class Service audits commend Showsec personnel’s customer service skills

Event security specialist Showsec has received acclaim after achieving exceptionally high scores for customer service at three major arenas. The company is commended for its high levels of service at the Phones 4U Arena in Manchester, the Motorpoint Arena in Sheffield and the First Direct Arena in Leeds following audits conducted by World Class Service.

Showsec staff at the Phones 4U Arena led the way with an audit score of 94%, closely followed by the team at the Motorpoint Arena (93%) and employees seconded to the First Direct Arena (92%).

The World Class Service on site audits, which were commissioned by Showsec, highlighted a significant improvement in performance at all three arenas. “This is a fantastic set of results and great credit to all those involved in delivering our service,” said Alan Wallace, Showsec’s regional manager. “We’re constantly looking at ways in which we can raise standards and these audits provide a crucial benchmark in helping to measure progress.”

Wallace added: “The 2013 audits identified a need to make improvements to certain aspects of our service and I’m delighted with the progress that has been achieved since then.”

World Class Service works with venues and organisations to help drive standards of service and enhance the customer experience. The company conducts a ‘secret shopper’ assessment of arenas focusing primarily on three key areas: behaviours, processes and environment.

The Motorpoint Arena in Sheffield where Showsec provides security and stewarding solutions

The Motorpoint Arena in Sheffield where Showsec provides security and stewarding solutions

Recruiting staff with the right attitude

“The Showsec staff in all three venues were wonderful,” said Tracy Waddacor, managing director of World Class Service. “The company has obviously put a lot of hard work into getting the right mix. Recruiting staff with the right attitude is vital and, on the whole, everyone we encountered was helpful, considerate and professional when dealing with customers.”

Wallace praised the operations executives who’ve been at the forefront of the improvements which have been made at all three arenas, namely Tom Bailey at the Phones 4U Arena, Craig Bennett at the Motorpoint Arena and Sam Hodkin at the First Direct Arena.

“Their dedication to service has been the driving force behind this uplift in performance,” commented Wallace. “It’s very clear they’ve had a strong influence on how all members of the teams perform at ground level which in itself is highly commendable.”

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